Primary Health Delivery System: A Case Study

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Introduction
Chapter One

Introduction

1.1. Introduction
"The current trend in healthcare delivery is to work towards providing ‘people-centered’, healthcare that puts the client at the center in the health delivery system. This means that clients’ views and evaluation of services provided are critical in providing feedback for improving the quality of care provided" (Health Boards Executive, 2003).
The Client's satisfaction is the level of satisfaction that customers experience after using the service. Thus it reflects the gap between the expected service and service experience, according to the client's opinion. Measuring client's satisfaction has become an integral part of strategies / management of primary health care centers all over the world. Moreover, quality assurance and accreditation process in most …show more content…

Statement of the problem.
Evaluation of Clients’ Satisfaction towards Primary Health Care Centers Services at Baghdad City
1.7. Objective of the study
1. To evaluate the clients' satisfaction towards primary health care Services in Baghdad City.
2. To find out the relationship between clients’ socio demographic of Characteristics-age, gender, level of education, and their satisfaction towards health care services in Baghdad City.
3-To Create new Measurement scale for study in evaluating the clients' satisfaction towards primary health care services in Baghdad City.

1.8. Definition of terms
1.8.1. Evaluation a. Theoretical definition: A systematic, rigorous, and meticulous application of scientific methods to assess the design, implementation, improvement, or outcomes of a program. It is a resource-intensive process, frequently requiring resources, such as, evaluating expertise, labor, time, and a sizable budget (WHO, 2004). b. Operational definition: is a systematic determination of a subject's merit, worth and significance, using criteria governed by a set of

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